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The Fragrance Shop Reviews

1.5 Rating 191 Reviews

13 %

of reviewers recommend The Fragrance Shop

Company Reviews

1.5

Based on 191 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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The Fragrance Shop 1 star review on 22nd December 2023

The Fragrance Shop 1 star review on 7th March 2023

The Fragrance Shop 1 star review on 4th September 2021

The Fragrance Shop 1 star review on 8th March 2021

The Fragrance Shop 1 star review on 20th February 2021

The Fragrance Shop 1 star review on 19th January 2021

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Good evening guys, I am very upset. I placed and order on January 13th 2023 for a Mancera Velvet Vanilla Perfum with fragranceshop.com, on January 16, received a fake email saying the perfume has been shipped with a fake tracking number. that package never shipped. I email them January 20, 2023 asking why the tracking is not moving? no response, then I got another email on january 22nd saying another tracking number provided. at this point i knew they are playing a stupid joke, why send another tracking number when you said you ship the perfume since January 16th? I emailed them asking for my money, then on January 23rd, I received a fake email saying sorry your package is lost in the mail, please fill out a lost claim, we will investigate then make a decision. that package was never shipped, that person took my money. everybody has problem with them. this website created a fake pictures of expensive perfumes, saying you'll get a discount, when place an order they take your money, sending you empty bottles, broken glasses, on empty box with nothing in it, then saying sorry i can't give you a refund because you used the product. Those people need to be put in jail for fraud.”

Posted 1 year ago

“This is an appalling company clearly ripping off customers left, right and centre given the reviews. Ordered goods 2.5 months ago and still not received goods or a refund. I have reported them to Trading Standards. Their customer service just sends out standard responses with no solutions or willingness to help. Waiting times on the phone are 1.5 - 2 hours so there are clearly a lot of unhappy customers. DO NOT ORDER FROM THESE COWBOYS AND GO ELSEWHERE!!”

Posted 1 year ago

“Refused a refund even tho the courier company accepted full responsibility this has been going on since 3/12/22 and they ignore emails and make it very difficult to get refunded or the items replaced the customer services are shocking”

Posted 1 year ago

“I have sent copius amounts of emails to this company regarding the wrong item being sent to my address. No reply from an actual person just automated messages. Iv read all the complaints about The Fragrance Shop and i wish i had read these comments before ordering. As i wouldnt have ordered. I will also be giving people advice not to order from this company. Absolutely disgusting customer service. And there is no point replying to my comment on here, anyone from The Fragrance Shop as you did this last time, i followed your guidance and yet again no reply from anyone!”

Posted 1 year ago

“If u have purchased an advent calendar this year check the contents ASAP if you do not have pink Versace in the 1st December box then u have been scammed by the fragrance shop , they have been selling last years calendars as this years they did this 2 me so check your calendars good luck all”

Posted 1 year ago

“THIS IS SUCH A TERRIBLE COMPANY IT MUST BE GETTING TO THE THEIFS BECAUSE THEY HAVE STOPPED ME COMMENTING ON MY OTHER FACEBOOK ACCOUNT AND TOOK MY COMMENTS DOWN ASWELL THEY ARE NOTHING BUT THEIFS...THEY TOOK 201.39 OUT OF MY BACK FOR NO REASON AT ALL NEARLY 2 MONTHS AGO AND I STILL CANT GET IT BACK OFF THEM 200 QUID IS A LOT OF MONEY BUT THEY DONT SEEM TO SEE IT THE POLICE HAVE BEEN IMFORMED AND MY BANK IS TRYING THERE BEST TO GET IT BACK BUT I TELL YOU NOW KEEP WELL AWAY FROM THEM AND IF YOU BLOCK THIS ACCOUNT I WILL MAKE ANOTHER TWO CAN PLAY AT THIS GAME....... DO NOT BOTHER WITH THEM......”

Posted 1 year ago

“Don't buy Advent Calendar!! Full of free samples! Supposed to be £300 worth of perfume! Paha!”

Posted 1 year ago

“Waiting for a refund as never had an account with them my only mistake was i bought something for the shop and a year later they take money from me,even after i emailed them to say no i do not want to be a member. Stay away from this company and the customer service is no service at all BE WARNED THEY RIP YOU OFF”

Posted 1 year ago

“Terrible company to deal with they took our money twice the second time they took it was two weeks later out of the blue 201.39 and that was the 10th September and still havnt got it back Customer Service on the phone and messages are unreal its like talking to Mr bean just beware DO NOT BOTHER WITH THEM THEY ARE USELESS....its gone on long enough I've never none anything like this ive supplied all the information and still nothing this is theft now so I'm contacting the police”

Posted 1 year ago

“They rip you off they take money out of your bank account for items what they cancelled during to stock then two weeks later take the money out and keep it that was the 10th of September and I still having a job to get it back its classed as theft and they don't seem bothered the bank is putting a dispute through to get it back they are a waste of time STAY CLEAR OF THESES ROGUES”

Posted 1 year ago

“Lovely young lady Ami took great pleasure in helping me buy the perfect gift for a family friend.. Love the new Hammersmith store”

Posted 1 year ago

“After nearly one month my order still not arrived to my local store and when I did visit store there wasn't helpful and after one month delay I just get a refund which is not worth it at all , I suggest you do not waste your time with this company , do not buy from them. Order number FWUK55938914 just for proof.”

Posted 1 year ago

“Fabulous new store customer service given by every member of staff at livat centre Hammersmith It's great to have a fragrance experience on the doorstep..”

Posted 1 year ago

“Dodgy. No smell. No label. No amount on spray. Customer services are making customer do the work for refund.”

Posted 1 year ago

“Awful, the explanation was poor when I got the membership, I had to contact to find the vouchers and then I wanted to cancel they took the renewal and have told me that they have refunded twice and havent. When I asked for the remittance as proof they ignored. However they still sent me information about my codes, then when I said it was cancelled they said oh we wont renew then but nothing about my refund. Terrible customer service.”

Posted 1 year ago

“Ordered a 100ml product received 8ml! Had to call them to be told that they had made a website error and so instead of telling me, they had gone ahead shipped the much smaller item that I would never have bought for the price that I paid. Had to call 3 times to discuss as customer service did not call back. This company do not honour their website prices and can change your purchase for a lesser product without telling you. They now request that I go out of my way to return the 8ml product in order receive a refund for the 100ml product that I ordered and have an invoice for but have not received. SHOP ELSEWHERE”

Posted 1 year ago

“Awful customer service! Contacted them regarding a product and gave me false informations! Now they won't take it back! Also very expensive compare to their competitors!”

Posted 1 year ago

“The Fareham branch are so helpful and friendly. They give exceptional service and go above & beyond. If you was to see customer serve in operation visit them”

Posted 1 year ago

“Ordered 2 perfumes on 8th december & supposedly delivered shortly after. Must have exchanged over 100 messages with TFS & had at least a dozen phone conversations, I came to the conclusion that 99% of them don’t know what they’re doing & just send a generic message back. I did everything they asked only to be told that Royal Mail said it had been delivered so that was the end of it (this was around 6 weeks ago), I called 2 weeks ago and spoke to a supervisor who told me that it had now been reviewed again in house and a refund was issued on the 8th. After not receiving the refund I called again at the end of last week only to be told that there had been a problem with Clearpay and they’d rejected the refund… which I’m sure their automated systems are capable of!!!! Was told it would be processed again, after nothing again I called back today and finally found the only competent person they must employ who told me she’d look into it and get back to me… half an hour later I finally received an email confirming that Clearpay had issued my refund! Took 4 & a half months & a lot of work on my part & reading the reviews on here I’m not alone in this! Keep persisting on your refunds, probably with less patience than I had & eventually you will get your money back. Safe to say I won’t be using them again, worst customer services I’ve ever known!”

Posted 2 years ago

“Item never arrived 2 months and still no refund Keep getting fobbed off by customer service”

Posted 2 years ago

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The Fragrance Shop is rated 1.5 based on 191 reviews